Episode 33 - National Ambassador Focus - The Very Group

In CyberVersed episode 33 Mandy Haeburn-Little catches up with one of the founding ambassador companies, The Very Group. She is joined by Muktar Mahama, Head of Product and Digital Experience, in a truly insightful conversation about The Very Group's total commitment to customer experience and the continuous monitoring and refinement to ensure the complete customer journey is the best it can be.  Muktar explains the process and how various teams, known as 'squads', collaborate in every aspect of the buying experience. He describes the responsibilities of each squad, which comprise Product Design, Research & Development, Onboarding, Discover, PDP (product detail page), Checkout, My Account and Mobile App. It's a fascinating look at what each team does and how they work together to refine every customer touchpoint and address any pain points they can identify through meticulous monitoring. Muktar also provides some insight into the scale of the business, which has 4.3 million customers and around one million visitors every day. He also touches on how they cope with the peak times around Black Friday and the lead-up to Christmas when the site experiences around a 30% increase in daily traffic. Muktar also provides some information about his recent graduation from the Ethenic Senior Leaders Programme, something he is passionate about and strongly recommends to other business leaders.